Job Description

One of our clients an ISP in the Western Cape requires a Support Specialist with a technical background, to provide online and telephonic service and support to external customers and to assist internal business partners. The successful candidate must be focused and equipped to provide an outstanding customer service experience.Key Responsibilities:

• Provide guidance, mentoring and feedback to Level 1/2 support representatives in a positive and constructive manner.
• Provide advanced troubleshooting to resolve any escalated requests.
• Maintain a high degree of first-time resolution for support queries.
• Manage and meet defined SLAs for each request.
• Provide frequent updates on all outstanding incidents/service requests.
• Stay up to date on new solutions and schedule training sessions with the support team to upskill them on the new solutions.
• Communicate new or updated internal procedures to the team.
• Analyze and respond appropriately to customer requests, complaints, queries, requirements.
• Identify, document, and alert the supervisor of any trends in customer calls, complaints, or requests.
• Assist with all queries that arise from other departments.
• Provide administrative support by gathering information for statistical reports.
• Assist Supervisors with ad hoc tasks and projects.
• Investigate trend and analysis with the aim to resolve root cause with necessary stakeholders and service providers.

Non negotiables:

• N+, CCNA, CCNP a minimum.
• Advanced Linux Networking experience required.
• Minimum 3 years in an Internet Service provider call center environment.
• A strong understanding of Wireless technologies.
• A strong understanding of network implementations, operations, security, and troubleshooting.
• Good understanding of network infrastructure and architecture
• Must be flexible and able to work shifts.

Key Knowledge

• PPPoE, FNOs
• TCP/IP, UDP, HTTP, DNS, SMTP, FTP
• OSPF, BGP, VLANs
• Subnetting
• Linux - Advanced: OpenVPN, Freeradius, OpenDNS, Advanced IP Tables, FRR, and Namespaces

Personal Attributes:

• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Professional and pleasant telephone manner, with a vibrant and friendly personality at all times.
• Strong analytical and problem-solving ability.
• Must be passionate about customer service and have the ability to create the ultimate customer experience by delivering optimal customer service.
• The ability to work in a dynamic environment, prioritizing and multi-tasking effectively.
• Pay attention to detail and be deadline driven.
• Must be able to use initiative and have a strong sense of integrity.
• Must be able to function well under pressure and maintain a positive attitude.
• Have the ability to work within a team, but also independently.

Job Type:

• Permanent

Workplace type:

• Onsite

Location:

• Johannesburg

Experience Level:

• Mid - level

Please email Portia de Kock at

Paracon